Department: Information Technology.Reports To: IT Manager.Job Overview:The IT Desktop Support Technician is responsible for providing first and second-level technical support to end users across the organization. This includes installing, maintaining, and troubleshooting hardware, software, and network issues. The ideal candidate will possess strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced environment. The technician serves as a key point of contact for IT-related incidents, ensuring users are supported effectively and efficiently.Key Responsibilities:
- Provide desktop support for Windows and Mac systems, including laptops, desktops, printers, and mobile devices.
- Respond to service requests and incidents via ticketing system, email, phone, and in-person.
- Install, configure, and upgrade operating systems and software.
- Troubleshoot hardware and software issues, resolving them or escalating to higher-level IT staff when necessary.
- Maintain inventory of IT equipment, manage asset tracking, and document support activities.
- Assist in maintaining user accounts, permissions, and access rights in Active Directory and other systems.
- Support video conferencing tools, network connectivity, and remote access/VPN issues.
- Provide new hire onboarding IT setup and user training as needed.
- Ensure compliance with IT policies and procedures, including security standards.
- Collaborate with other IT team members on projects, rollouts, and systems upgrades.
- Monitor and maintain endpoint protection software and updates.
- Maintain strong communication with internal users, documenting resolutions and recurring issues for continuous improvement.
Required Skills and Qualifications:
- Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
- 2+ years of experience in a desktop support or help desk role.
- Proficiency with Windows 10/11 and macOS operating systems.
- Solid understanding of Microsoft Office 365, Teams, and OneDrive.
- Experience with Active Directory, user provisioning, and group policy.
- Knowledge of basic networking concepts (IP, DNS, DHCP, VPN).
- Ability to diagnose and repair hardware/software issues independently.
- Strong organizational, communication, and customer service skills.
- Ability to prioritize multiple tasks and work with minimal supervision.
- Familiarity with remote desktop tools and ticketing systems (e.g., Jira, ServiceNow, or Zendesk).
Preferred Skills and Qualifications:
- Bachelor's degree in IT-related field.
- Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or equivalent.
- Experience supporting cloud environments such as Microsoft Azure or Google Workspace.
- Experience supporting VoIP systems.
- Familiarity with MDM tools (Intune, JAMF, etc.).
- Exposure to scripting (PowerShell, Bash) for automation.
- Experience in a multi-site or remote work environment.
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